Client Services Lead - Mortgage Inquiries & Solutions

Fay Servicing, LLC; Rosemont (IL); Hybrid; USD 69,000 - 102,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Company Paid Life Insurance

Disability Insurance

Pet Insurance

401k Program with Employer Matching

3 Weeks Paid Time Off (PTO)

Paid Holidays

Wellness Initiatives

Employee Assistance Program

Hybrid Work Schedule with Remote Flex

Job summary

Fay Servicing, LLC is seeking a Customer Service professional to be the first point of contact for client inquiries and loan-level questions. You will research and resolve tickets, collaborating with internal teams to provide accurate responses and escalate atypical issues as needed.

The role requires 5+ years in customer service within mortgage servicing, strong communication, and solid project management abilities, with proficiency in MS Word, Excel, and Outlook.

Qualifications

• Bachelor’s Degree in Business, Management or related field (or equivalent combination of years of experience with High School Diploma/ GED).
• 5+ years’ deep experience in Customer Service required.
• Prior experience providing service to institutional clients within a B2B model within the Mortgage Servicing industry.
• Strong customer service and relationship management skills.
• Solid project management abilities and MS Word, Excel and Outlook proficiency.
• Strong verbal and written communication skills.

Responsibilities

• Serve as the first‑line point of contact for client inquiries and loan‑level questions.
• Research and resolve ticketed issues within defined service levels.
• Collaborate with internal teams to provide accurate responses and escalate complex issues.
• Maintain knowledge of client policies, SLAs, procedures, and servicing functions.

Skills

Customer service

Relationship management

Project management

MS Word

MS Excel

MS Outlook

Mortgage servicing

Communication skills

Interpersonal skills

Time management

Education

Bachelor's Degree in Business

Tools

MSP platforms

Job description

Fay Servicing, LLC is seeking a Customer Service professional to be the first point of contact for client inquiries and loan-level questions. You will research and resolve tickets, collaborating with internal teams to provide accurate responses and escalate atypical issues as needed.

The role requires 5+ years in customer service within mortgage servicing, strong communication, and solid project management abilities, with proficiency in MS Word, Excel, and Outlook.